Remote expert mode invocation

ABSTRACT

A method for retrofitting a vending machine with a video communications device includes securing a video communications device with a mounting feature of the video communications device removably coupled with a mounting location on a vending machine. The video communications device includes a video communications module for real-time interactions with a ticket office. The video communications module includes a display, a camera, a speaker, and a microphone. The video communications device includes a video communication device communications interface. The method includes electronically coupling the video communications device with a power supply of the vending machine and communicatively coupling the video communications device with the vending machine such that functions of the vending machine are controllable using the video communications device. The method includes communicatively coupling the video communications device with the ticket office for real-time video communications with the ticket office.

CROSS-REFERENCES TO RELATED APPLICATIONS

The present application is also related to U.S. patent application Ser.No. 14/695,339 entitled “REMOTE SCREEN AND TOUCH SHARING”; U.S. patentapplication Ser. No. 14/695,363 entitled “CONTEXTUAL USER INTERFACEELEMENTS FROM EXTERNAL TRIGGERS”; U.S. patent application Ser. No.14/695,382 entitled “AUTOMATIC AUDIO LEVEL ADJUSTMENT FOR VIDEO VENDINGMACHINES”, all of which are filed concurrently herewith and incorporatedherein by reference for all purposes.

This Application claims priority to U.S. Provisional Patent ApplicationNo. 61/974,919 filed Apr. 3, 2014, entitled “MICRO VIDEO ASSISTANT,”U.S. Provisional Patent Application No. 61/977,515 filed Apr. 9, 2014,entitled “REMOTE EXPERT MODE INVOCATION,” U.S. Provisional PatentApplication No. 61/977,521 filed Apr. 9, 2014, entitled “REMOTE SCREENAND TOUCH SHARING,” U.S. Provisional Patent Application No. 61/977,525filed Apr. 9, 2014, entitled “CONTEXTUAL USER INTERFACE ELEMENTS FROMEXTERNAL TRIGGERS,” and U.S. Provisional Patent Application No.61/978,037 filed Apr. 10, 2014, entitled “AUTOMATIC AUDIO LEVELADJUSTMENT FOR VIDEO VENDING MACHINES,” the entire disclosure of whichare hereby incorporated by reference, for all purposes, as if fully setforth herein.

BACKGROUND OF THE INVENTION

Vending machines are commonly used in transit systems. However, with thevast array of fare types, transit media, and payment types, the vendingmachines have grown increasingly complex. This results in difficult touse, time intensive machines that may be cumbersome for even everydaytransit users to quickly operate. To help alleviate these issues, videovending machines have been introduced that allow users to communicatevia video with a transit system agent. However, there are still issueswith users being able to follow verbal directions and to locatenecessary components of the vending machines. As such, many transitsystems still maintain local employees to assist users with vendingmachines. This can be a large expense for a transit system.

BRIEF SUMMARY OF THE INVENTION

Embodiments provide systems and methods for creating more user friendlyvending machines that are capable of providing a full array of productsand services. Embodiments include systems for remote expert control ofthe vending machine components, as well as the ability to share contentfrom a remote computer of a ticketing office to a vending machine tofurther aid a user in completing a transaction. Embodiments furtherprovide systems for providing indications to help a user operate vendingmachine peripherals and for adjusting parameters of the vending machineto be at more satisfactory levels for the user. Additional embodimentsprovide systems and methods for retrofitting existing vending machineswith video communication devices configured to enable all of the abovefunctionality for existing systems, without the need for replacing thevending machine.

In one aspect, a method for retrofitting an existing vending machinewith a video communications device is provided. The method may includesecuring a video communications device such that a mounting feature ofthe video communications device is removably coupled with a mountinglocation on a housing of a vending machine. The video communicationsdevice may include a video communications module configured to enablereal-time audio/video interactions with a ticket office of the transitsystem. The video communications module may include a display, a cameradirected in front of the vending machine such that an image of a user ofthe vending machine is capturable by the camera, a speaker, and amicrophone. The video communications device may also include a videocommunication device communications interface. The method may alsoinclude electronically coupling the video communications device with apower supply of the vending machine such that the video communicationsdevice receives operating power from the power supply andcommunicatively coupling the video communications device with acommunications interface of the vending machine such that functions ofthe vending machine are controllable using the video communicationsdevice. The method may further include communicatively coupling thevideo communications device with the ticket office using acommunications interface of the video communications device to enablereal-time video communications with the ticket office.

In another aspect, a method for retrofitting an existing vending machinewith a video communications device may include securing a videocommunications device such that a mounting feature of the videocommunications device is removably coupled with a mounting location on ahousing of a vending machine. The video communications device mayinclude a video communications module configured to enable real-timeaudio/video interactions with a ticket office of the transit system anda video communication device communications interface. The method mayalso include electronically coupling the video communications devicewith a power supply of the vending machine such that the videocommunications device receives operating power from the power supply andcommunicatively coupling the video communications device with acommunications interface of the vending machine such that functions ofthe vending machine are controllable using the video communicationsdevice. The method may further include communicatively coupling thevideo communications device with the ticket office to enable real-timevideo communications with the ticket office.

In another aspect, a system for providing video communication with acentral ticket office of a transit system using existing transit farevending machines is provided. The system may include a vending machinehaving a housing having a mounting location, a power supply, and avending machine communications interface in communication with a ticketoffice of the transit system. The system may also include a videocommunication device having a video communications module configured toenable real-time audio/video interactions with a ticket office of thetransit system, a video communication device communications interface,and a mounting feature. The mounting feature may be removably securableto the mounting location such that the video communications device isaccessible to a user of the vending machine. The video communicationdevice may be electrically coupled with the power supply such that thevideo communication device receives operating power from the powersupply. The video communication enclosure may be communicatively coupledwith the transit system.

In another aspect, a method for remotely controlling a function of atransit fare vending machine is provided. The method may includereceiving, at a transit fare vending machine, an input to initiateaudio/visual communication with a ticket office of a transit system. Theinput may be provided by a user of the transit fare vending machine.Audio/visual communication may be established between the transit farevending machine and the ticket office. A request to enable control ofthe transit fare vending machine by a remote device of the ticket officemay be received. The method also includes authenticating a user of theremote device. Authentication may include receiving identity credentialsassociated with a user of the remote device. Control of the transit farevending machine may be provided to the remote device upon authenticationof the user of the remote device. An input device of the transit farevending machine may be disabled such that the transit fare vendingmachine is controllable only by the remote device. One or more functionsassociated with a transit fare transaction may be executed based oninstructions received from the remote device.

In another aspect, a non-transitory computer-readable medium havinginstructions embedded thereon for remotely controlling a function of atransit fare vending machine is provided. The instructions may includecomputer code for causing a computing device to receive, at a transitfare vending machine, an input to initiate audio/visual communicationwith a ticket office of a transit system. The input may be provided by auser of the transit fare vending machine. The instructions may alsoinclude computer code for causing a computing device to establishaudio/visual communication between the transit fare vending machine andthe ticket office and to receive an request to enable control of thetransit fare vending machine by a remote device of the ticket office.The instructions may further include computer code for causing acomputing device to authenticate a user of the remote device.Authentication may include receiving identity credentials associatedwith a user of the remote device. The instructions may include computercode for causing a computing device to provide control of the transitfare vending machine to the remote device upon authentication of theuser of the remote device and to disable an input device of the transitfare vending machine such that the transit fare vending machine iscontrollable only by the remote device. The instructions may alsoinclude computer code for causing a computing device to execute one ormore functions associated with a transit fare transaction based oninstructions received from the remote device.

In another aspect, a transit fare vending machine is provided. Thevending machine may include a communications interface configured tosend and receive data, a memory, and a processor. The processor may beconfigured to receive an input to initiate audio/visual communicationwith a ticket office of a transit system. The input may be provided by auser of the transit fare vending machine. The processor may also beconfigured to establish audio/visual communication between the transitfare vending machine and the ticket office and to receive an request toenable control of the transit fare vending machine by a remote device ofthe ticket office. The processor may be further configured toauthenticate a user of the remote device. Authentication may includereceiving identity credentials associated with a user of the remotedevice. The processor may be configured to provide control of thetransit fare vending machine to the remote device upon authentication ofthe user of the remote device and to disable an input device of thetransit fare vending machine such that the transit fare vending machineis controllable only by the remote device. The processor may beconfigured to execute one or more functions associated with a transitfare transaction based on instructions received from the remote device.

In another aspect, a method for sharing a screen from a remote device toa transit fare vending machine is provided. The method may includereceiving, at a transit fare vending machine, an input to initiatecommunication with a remote device of a ticket office of a transitsystem. The input may be provided by a user of the transit fare vendingmachine. The method may also include establishing the communicationbetween the transit fare vending machine and the remote device of theticket office and receiving a request to share an image of a screen ofthe remote device of a ticket office of a transit system. The method mayfurther include receiving an image comprising a selection of at least aportion of the screen of the remote device and overlaying the image ofthe selected portion of the screen of the remote device on at least aportion of a display of the transit fare vending machine such that auser interface of the transit fare vending machine remains below theoverlaid image. The method may include monitoring the selected portionof the screen of the remote device to detect real-time changes ofinformation present in the selected portion of the screen of the remotedevice and updating the overlaid image of the selected portion of thescreen with any detected real-time changes such that the display of thetransit fare vending machine presents a real-time representation ofinformation from the selected portion of the screen of the remotedevice.

In another aspect, a non-transitory computer-readable medium havinginstructions embedded thereon for sharing a screen from a remote deviceto a transit fare vending machine is provided. The instructions mayinclude computer code for causing a computing device to receive, at atransit fare vending machine, an input to initiate communication with aremote device of a ticket office of a transit system. The input may beprovided by a user of the transit fare vending machine. The instructionsmay also include computer code for causing the computing device toestablish the communication between the transit fare vending machine andthe remote device of the ticket office and to receive a request to sharean image of a screen of the remote device of a ticket office of atransit system. The instructions may further include computer code forcausing the computing device to receive an image comprising a selectionof at least a portion of the screen of the remote device and to overlaythe image of the selected portion of the screen of the remote device onat least a portion of a display of the transit fare vending machine suchthat a user interface of the transit fare vending machine remains belowthe overlaid image. The instructions may include computer code forcausing the computing device to monitor the selected portion of thescreen of the remote device to detect real-time changes of informationpresent in the selected portion of the screen of the remote device andto update the overlaid image of the selected portion of the screen withany detected real-time changes such that the display of the transit farevending machine presents a real-time representation of information fromthe selected portion of the screen of the remote device.

In another aspect, a transit fare vending machine is provided. Thevending machine may include a communications interface configured tosend and receive data, a memory, and a processor. The processor may beconfigured to receive an input to initiate communication with a remotedevice of a ticket office of a transit system. The input may be providedby a user of the transit fare vending machine. The processor may befurther configured to establish the communication between the transitfare vending machine and the remote device of the ticket office and toreceive a request to share an image of a screen of the remote device ofa ticket office of a transit system. The processor may also beconfigured to receive an image comprising a selection of at least aportion of the screen of the remote device and to overlay the image ofthe selected portion of the screen of the remote device on at least aportion of a display of the transit fare vending machine such that auser interface of the transit fare vending machine remains below theoverlaid image. The processor may be configured to monitor the selectedportion of the screen of the remote device to detect real-time changesof information present in the selected portion of the screen of theremote device and to update the overlaid image of the selected portionof the screen with any detected real-time changes such that the displayof the transit fare vending machine presents a real-time representationof information from the selected portion of the screen of the remotedevice.

In another aspect, a method for providing contextual interface elementsfrom external triggers of a transit fare vending machine is provided.The method may include receiving, at a transit fare vending machine, aninput to begin a transaction associated with a transit fare media. Themethod may also include detecting a function of the transit fare vendingmachine. The function may utilize at least one of a plurality ofhardware peripherals of the transit fare vending machine. The method mayadditionally include determining the at least one of the plurality ofhardware peripherals utilized by the function and retrieving one or morerules associated with the function and the at least one of the pluralityof hardware peripherals. The method may also include overlaying anindication on at least a portion of a display of the transit farevending machine in accordance with the one or more rules. The indicationmay include at least one contexture element depicting a use of the atleast one of the plurality of hardware peripherals in association with acompletion of the function. The method may include illuminating one ormore light elements proximate to the at least one of the plurality ofhardware peripherals to indicate the location or operation of the atleast one of the plurality of hardware peripherals in association withthe completion of the function in accordance with the one or more rules.

In another aspect, a non-transitory computer-readable medium havinginstructions embedded thereon for sharing a screen from a remote deviceto a transit fare vending machine is provided. The instructions mayinclude computer code for causing a computing device to receive, at atransit fare vending machine, an input to begin a transaction associatedwith a transit fare media and to detect a function of the transit farevending machine, the function utilizing at least one of a plurality ofhardware peripherals of the transit fare vending machine. Theinstructions may include computer code for causing a computing device todetermine the at least one of the plurality of hardware peripheralsutilized by the function and to retrieve one or more rules associatedwith the function and the at least one of the plurality of hardwareperipherals. The instructions further may include computer code forcausing a computing device to overlay an indication on at least aportion of a display of the transit fare vending machine in accordancewith the one or more rules. The indication may include least onecontexture element depicting a use of the at least one of the pluralityof hardware peripherals in association with a completion of thefunction. The instructions may include computer code for causing acomputing device to illuminate one or more light elements proximate tothe at least one of the plurality of hardware peripherals to indicatethe location or operation of the at least one of the plurality ofhardware peripherals in association with the completion of the functionin accordance with the one or more rules.

In another aspect, a transit fare vending machine is provided. Thevending machine may include a communications interface configured tosend and receive data, a memory, and a processor. The processor may beconfigured to receive an input to begin a transaction associated with atransit fare media and to detect a function of the transit fare vendingmachine. The function may utilize at least one of a plurality ofhardware peripherals of the transit fare vending machine. The processormay also be configured to determine the at least one of the plurality ofhardware peripherals utilized by the function and to retrieve one ormore rules associated with the function and the at least one of theplurality of hardware peripherals. The processor may additionally beconfigured to overlay an indication on at least a portion of a displayof the transit fare vending machine in accordance with the one or morerules. The indication may include at least one contexture elementdepicting a use of the at least one of the plurality of hardwareperipherals in association with a completion of the function. Theprocessor may be configured to illuminate one or more light elementsproximate to the at least one of the plurality of hardware peripheralsto indicate the location or operation of the at least one of theplurality of hardware peripherals in association with the completion ofthe function in accordance with the one or more rules.

In another aspect, a method of automatically adjusting a parameter of atransit fare vending machine based on a response is provided. The methodmay include receiving, at a transit fare vending machine, an input toinitiate audio/visual communication with a remote device of a ticketoffice of a transit system. The input may be provided by a user of thetransit fare vending machine. The method may also include establishingthe audio/visual communication between the transit fare vending machineand the remote device of the ticket office and detecting, using sensorsof the transit fare vending machine, a response from the user of thetransit fare vending machine. The response may include one or more of abody position or a body action of the user associated with a parameterof the transit fare vending machine being outside of a desired range.The method may further include matching the response with at least oneremedy of a database of remedies. Each remedy may include an adjustmentto a parameter of the transit fare vending machine. The method mayinclude adjusting a parameter of the transit fare vending machinerelated to the audio/visual communication based on the matched remedysuch that the parameter may be tuned to the desired range and monitoringthe response to the adjusted parameter to determine whether theadjustment successfully tuned the parameter to the desired range.

In another aspect, a non-transitory computer-readable medium havinginstructions embedded thereon for automatically adjusting a parameter ofa transit fare vending machine based on a response is provided. Theinstructions may include computer code for causing a computing device toreceive, at a transit fare vending machine, an input to initiateaudio/visual communication with a remote device of a ticket office of atransit system. The input may be provided by a user of the transit farevending machine. The instructions may include computer code for causinga computing device to establish the audio/visual communication betweenthe transit fare vending machine and the remote device of the ticketoffice and to detect, using sensors of the transit fare vending machine,a response from the user of the transit fare vending machine. Theresponse may include one or more of a body position or a body action ofthe user associated with a parameter of the transit fare vending machinebeing outside of a desired range. The instructions may also includecomputer code for causing a computing device to match the response withat least one remedy of a database of remedies. Each remedy may includean adjustment to a parameter of the transit fare vending machine. Theinstructions may further include computer code for causing a computingdevice to adjust a parameter of the transit fare vending machine relatedto the audio/visual communication based on the matched remedy such thatthe parameter may be tuned to the desired range and to monitor theresponse to the adjusted parameter to determine whether the adjustmentsuccessfully tuned the parameter to the desired range.

In another aspect, a transit fare vending machine is provided. Thevending machine may include a communications interface configured tosend and receive data, a sensor interface, a memory, and a processor.The processor may be configured to receive an input to initiateaudio/visual communication with a remote device of a ticket office of atransit system. The input may be provided by a user of the transit farevending machine. The processor may also be configured to establish theaudio/visual communication between the transit fare vending machine andthe remote device of the ticket office and to detect, using the sensorinterface, a response from the user of the transit fare vending machine.The response may include one or more of a body position or a body actionof the user associated with a parameter of the transit fare vendingmachine being outside of a desired range. The processor may be furtherconfigured to match the response with at least one remedy of a databaseof remedies. Each remedy may include an adjustment to a parameter of thetransit fare vending machine. The processor may be configured to adjusta parameter of the transit fare vending machine related to theaudio/visual communication based on the matched remedy such that theparameter may be tuned to the desired range and to monitor the responseto the adjusted parameter to determine whether the adjustmentsuccessfully tuned the parameter to the desired range.

BRIEF DESCRIPTION OF THE DRAWINGS

A further understanding of the nature and advantages of variousembodiments may be realized by reference to the following figures. Inthe appended figures, similar components or features may have the samereference label. Further, various components of the same type may bedistinguished by following the reference label by a dash and a secondlabel that distinguishes among the similar components. If only the firstreference label is used in the specification, the description isapplicable to any one of the similar components having the same firstreference label irrespective of the second reference label.

FIG. 1 depicts a video ticket office vending machine according toembodiments.

FIG. 2 depicts system diagram with a vending machine in communicationwith a central ticketing office according to embodiments.

FIG. 3 depicts a remote expert mode of a vending machine according toembodiments.

FIG. 4 is a swim lane diagram showing communication between a remotedevice of a central ticketing office and a vending machine according toembodiments.

FIG. 5 is a flowchart showing a process for using a remote expert modeof a vending machine according to embodiments.

FIG. 6 is a flowchart showing a process for controlling a function of avending machine according to embodiments.

FIG. 7 depicts screen sharing using a vending machine according toembodiments.

FIG. 8 is a flowchart depicting a process for screen sharing using avending machine according to embodiments.

FIG. 9 is a flowchart depicting a process for screen touch sharing usinga vending machine according to embodiments.

FIG. 10 is a flowchart depicting a process for screen sharing using avending machine according to embodiments.

FIG. 11 depicts a vending machine using contextual indicators accordingto embodiments.

FIG. 12 is a system diagram of a vending machine configured to usecontextual indicators according to embodiments.

FIG. 13 is a flowchart depicting a process for providing contextualinterface elements from external triggers of a vending machine accordingto embodiments.

FIG. 14 shows a vending machine adjusting a parameter based on adetected interaction according to embodiments.

FIG. 15 is a flowchart depicting a process for automatically adjusting aparameter of a vending machine based on a user interaction according toembodiments.

FIG. 16 shows an exploded system view of a video communications deviceand vending machine according to embodiments.

FIG. 17 depicts a process for retrofitting an existing vending machinewith a video communications device according to embodiments.

FIG. 18 is a block diagram of an example computing system according toembodiments.

DETAILED DESCRIPTION OF THE INVENTION

Embodiments provide vending machines, systems, and methods for creatinguser friendly, yet powerful vending machines. While discussed largelywithin the setting of a transit system, it will be appreciated that thedisclosure herein may be applied to any type of vending machine and/orother machinery where a user will benefit from expert interaction and/orautomatic feedback from the machinery. By creating more user friendlyvending machines, time is saved, making customers more likely to utilizethe machines, thus generating increased sales.

FIG. 1 depicts one embodiment of a vending machine 100 for use in thesystems and methods described herein. Vending machine 100 may includeone or more displays 102 on which information related to products and/orservices available from a selected remote source, details related to thetransaction, instructions on conducting transactions, videos, and/or anyother information may be provided. In some embodiments, vending machine100 may have a first screen configured to display a user interface toconduct transactions, while a second screen is used to provideinstructions and/or host videos, such as video communications with anagent of a ticket office of a transit system. In other embodiments, asingle display 102 may be used for displaying all available content.Vending machine 100 may also include one or more input interfaces. Forexample, input interfaces may include a keypad 110, a touchscreen 104 ondisplay 102, a voice command device such as a microphone, and/or anyother mechanisms for allowing a user to input information. One or morepayment readers may be included on vending machine 100. For example,payment readers may include a cash reader 124, a coin reader 122, acredit and/or debit card reader 108, other payment reader 114, such as abar code scanner or near field communication (NFC) device, and/or anyother device configured to read information stored on a payment medium.

In some embodiments, other payment reader 114 may also be configured toread various types of fare media, such as smart cards, mobile devices,and other fare media. A fare media and/or identification (ID) cardreader 120 may also be provided. Vending machine 100 may include one ormore printers and/or data writers for printing transaction items such asentry tickets, boarding passes, confirmation tickets, vouchers,receipts, and/or any other documentation related to a transaction. Forexample, a receipt printer 112 may be used to issue receipts ofpayments, refunds, and/or other transactions. A fare media printer orwriter 118 may be included to issue fare media, such as single ridetickets, smart cards, monthly passes, and the like. In some embodiments,change may be returned to a user in coin tray 116 and/or a cashdispenser. In some embodiments, cash dispenser may be a separatecomponent, while in other embodiments, cash returns may be dispensednear receipt printer 112. In some embodiments, transaction items, suchas transit media and receipts, will be issued electronically, ratherthan a printed hard copy being provided. Vending machine 100 may alsoinclude a camera, a speaker 106, and/or other audio/visual components toenable audio and/or video communication with a ticket office. Each ofthe components of the vending machine 100 may be controlled by thevending machine 100 locally, or remotely by the ticket office, such aswhen the vending machine is in a remote expert mode as described herein.Vending machine 100 may be operated in a passenger mode where a user mayapproach the vending machine 100 and interact with the vending machinein person and/or in a remote expert mode where an agent from a ticketoffice controls the software and/or hardware peripherals of the machine,such as when a user needs help completing a transaction.

FIG. 2 depicts a transit system 200 having a transit server 202 incommunication with a number of transit fare vending machines 204 and atleast one ticket office computer 206 or other remote device. In someembodiments, the transit server 202, vending machines 204, and/or ticketoffice computer 206 may be communicatively coupled using a local areanetwork (LAN) 208 and/or other wired and/or wireless networks. Vendingmachine 204 may be a vending machine such as vending machine 100described above. Transit fares may be purchased using vending machine204. Information regarding these transactions may be communicated to thetransit server 202, such as when account based fares are purchased. Thisallows information related to the transactions to be propagatedthroughout the transit system 200, such as to other vending machines 204and to access control points. In some embodiments, a user may needassistance in using a vending machine 204 to conduct a transaction. Theuser may initiate a communication, such as a video chat, with an agentof the transit system using the ticket office computer 206. The agentmay assist the user, and in some embodiments, may gain remote control ofthe functionality of the vending machine 204 to better assist the userin completing the transaction. The ticket office computer 206 may alsobe in communication with the transit server 202 in order to accessinformation stored on the transit server 202, such as transit schedules,fare schedules, transaction history, as well as to provide informationincluding transaction information to the transit server 202.

As described above, an agent using a ticket office computer may assist auser in completing a transaction. This is especially true when trying tocomplete a complex transaction, such as a refund transaction. If duringcommunication with the user, an agent wishes to further aid the user,the agent may initiate an “expert mode” of the vending machine. When inexpert mode, the agent may gain access to some or all of the software orhardware functionality of the vending machine. This enables the agent toprocess all or part of the transaction. In some embodiments, expert modemay unlock additional functionality not normally available at thevending machine. For example, a transit authority may wish to offer theability for a user to get a refund at a vending machine, but may notwant the user to complete this type of transaction without an agentoverseeing the process.

FIG. 3 shows one embodiment of a display 300 of a ticket office computeror other remote device in expert mode with a vending machine 318.Vending machine 318 may be similar to vending machine 100 describedabove and may include a display 302 with a user interface (UI) portion310 that allows a user to carry out functions of the vending machine318. For example, the UI portion 310 may include input areas forsearching transit schedules, purchasing transit fares, asking forassistance from an agent, and/or other functions. In one example, anassistance button 312 may be included that initiates a communication,such as a video chat, with an agent at a ticket office. The display 300of the remote device may include a user interface 306 and an expert modesection 314. The expert mode section 314 may be linked to specificvending machines or other devices. Here, expert mode section 314 islinked with vending machine 318 and allows the agent to communicate aprint instruction to the vending machine 318. When the instruction isreceived, a printer 316 of the vending machine 318 then prints andissues a fare media according to the instruction. The expert mode allowsthe agent to control any function the vending machine 318 is capable ofperforming, such as completing transactions, controlling hardwarefeatures, and the like. The expert mode section 314 provides aninterface for the agent to control the vending machines. As severalvending machines may be accessible by the ticket office computer, theexpert mode section 314 interface may be tailored to the functionalityof the particular vending machine that the agent is presently incommunication with.

FIG. 4 is a swim lane diagram showing interactions between a user 400, avending machine 402, and an agent and/or remote device 404. The vendingmachine 402 may be located near a transit stop and be in a self-servicemode at 406 and may include similar features as vending machine 100. Inself-service mode, the vending machine 402 may be accessed by the user400 to purchase fares, view transit schedule, and the like. In somecases, user 400 may need assistance in completing a transaction orotherwise operating the vending machine 402 and may call for assistanceat 408. The user 400 may be connected to the remote agent 404 at 410after the agent 404 has accepted the call request at 412. The call mayutilize a communications interface of the vending machine 402 and may bean audio call or a video chat. In some embodiments, a display of thevending machine 402 may be shared with the remote agent 404 such thatthe agent 404 may better understand the reason for assistance. In somecases, the agent 404 will then be able to direct the user 400 on how tocomplete the transaction or other process as the agent 404 may referenceitems seen on the user's screen. However, oftentimes the agent may findit easier and/or quicker to provide more direct help in the form ofcompleting the transaction. This may be done by sending instructions tothe vending machine 402 from the remote device. In other embodiments,the user 400 may request that for the agent 404 to instruct the vendingmachine 402. Expert mode may be requested by the user 400 at 416 and/ormay be initiated by the agent at 418.

When in expert mode at 422, the vending machine 402 may disablepassenger input devices, such as keyboards, touch screens, and the like,to ensure that the agent 404 may complete the transaction and/or finishperforming any necessary functions without interference from the user400. Additionally, in embodiments where enhanced functionality isprovided when in expert mode, disabling the input devices ensures thatthe user 400 does not have access to functions of the machine notintended for the user 400. In some embodiments, the agent 404 may beprompted to enter identity credentials, such as a user name and/or apassword such that the agent may be authenticated at 424. Authenticationmay be used not only to ensure that the agent 404 is authorized tooperate the expert mode, but may also determine a level of control orlevel of permissions the agent 404. For example, a supervisor may haveincreased permissions compared to a standard agent. The authenticationprocess may be used to determine the identity and control level of theagent 404 such that the proper functionality of the vending machine 402is enabled.

Once authenticated, the vending machine 402 may be controlled in expertmode at 426. Here, a computer or other remote device of the agent 404may have an interface that is configured to control the function of thevending machine software and/or hardware components. The agent 404 maythen execute one or more functions of the vending machine 402 inaccordance with helping the user 400. For example, the agent 404 maydisplay fare and transit schedules, complete a transaction, issue faremedia, handle payments, and/or other functions. Once the agent 404 hasfully assisted the user 400, the agent 404 may terminate expert mode at438, thus returning the vending machine 402 to a self-service mode.

In some embodiments, certain vending machine operations may require userinput. For example, authorizations for payment or selection of transitfares to be purchased may require permission from the user 400. In suchinstances, the agent 404 may request passenger input at 430. The vendingmachine 402 may then enable one or more input devices of the vendingmachine 402 at 432. In some embodiments, the enablement of input devicesmay be limited, for example, to only allowing a user to enter identitycredentials, such as a username and/or password, without enabling accessto any other portion of the user interface of the vending machine 402.The user may enter the identity credentials at 434 as permission tocomplete the operation. Once the identity credentials are received, theagent 404 may again disable the input devices at 436. The transactionsand/or other operations may then be completed and the agent 404 may exitexpert mode at 438.

FIG. 5 is a flowchart depicting one embodiments of a process for usingan expert mode of a vending machine. The process starts at 500 with thevending machine being in a self-service mode at 502. The vending machinemay be vending machine 100 or 318 described above. At 504, a passengercalls for assistance, such as by initiating a video call. The user and aremote computer controlled by an agent at a ticket office may share adisplay of the vending machine at 506. For example, the agent may viewan image of the information on a display of the vending machine tobetter guide the user. The passenger may request an expert mode sessionat 508, and the agent may initiate expert mode at 510. The initiation ofexpert mode enables the agent to remotely control the vending machineusing a remote device that is connected with the vending machine througha network, such as LAN 208 described above. The agent may beauthenticated at 512 and the vending machine's input devices may bedisabled at 514 to prevent interference by the user while the agent isproviding assistance. The agent then may perform the desired function at516 before ending expert mode at 524, thus ending the process at 526. Insome embodiments, user authentication is required prior to completing atransaction and/or other function. In such embodiments, the inputdevices of the vending machine are enabled at 518 and the user may enteridentity credentials at 520. The agent may then again disable the inputdevices at 522 prior to completing the function and/or transaction.

FIG. 6 depicts a flowchart of a process 600 for controlling a functionof a vending machine. Process 600 may be performed, for example, byvending machine 318. At 602, an input to initiate audio/visualcommunication with a ticket office of a transit system is received at avending machine. Oftentimes, this input is received by a user pressing a“need assistance” button. This button may be a physical button locatedon the vending machine and/or may be a virtual button provided on a userinterface presented on a display, such as a touchscreen of a vendingmachine. Once the button is pressed, the vending machine may beconnected with a remote device of the ticket office and an audio/visualcommunication may be established. The communication may be a video chatthat allows an agent or other user of the remote device to talk to theuser of the vending machine face to face. In some embodiments, the agentmay be able to see an image of the vending machine's screen such thatthe agent may better understand the user's problems and/or to betterdirect the user on how to interact with the vending machine to completea desired task. The process 600 may also include receiving a request toenter an expert mode such that control of the vending machine is grantedto the remote device at 606. In some embodiments, the request may bereceived from an input device of the vending machine, such as when auser requests that the agent perform a task. More commonly, the agentprovides the request from the remote device. Upon receipt of therequest, the agent may be authenticated at 608. The authentication mayinclude the agent providing one or more identity credentials such thatthe agent's identity may be verified and/or a level of permissionassociated with the agent may be determined. The agent's level ofpermission may enable greater or lesser control of the functionality ofthe vending machine. In some embodiments, an agent may not have thenecessary permission to complete a task and may transfer the video calland/or expert mode session to a second remote device. A higher leveluser of the second remote device may then be authenticated, and greateraccess may be provided.

Upon successful authentication, control of some or all of thefunctionality of the vending machine may be granted to the agent and theremote device at 610. Oftentimes, the input devices of the vendingmachine are disabled at 612. This ensures that the user does notinterfere with the actions of the agent and/or have access to featuresand functions that were not meant for public use. The agent may performone or more functions associated with transit fare media transactions at614 before ending the expert mode. In some embodiments, the one or morefunctions may require authorization from the user. For example,functions requiring payment by the user may require the user's identityto be verified. In such cases, the input devices of the vending machinemay be enabled temporarily to allow the user to enter identitycredentials. The input devices may then be disabled again to allow theagent to complete the desired tasks without interruption. Once theexpert mode has been ended, control of the vending machine by the remotedevice is terminated and any input devices of the vending machine areenabled such that the vending machine is again controllable by the user.

In some embodiments, an agent may find it helpful to share his screenwith the user of the vending machine. Screen sharing may be used toprovide directions to the user on how to operate the vending machineand/or may be used to provide additional information to the user. Forexample, updated transit schedules and/or arrival times may be providedto the user in this manner.

FIG. 7 depicts an embodiment of screen sharing between a screen 700 of aremote device and a display 702 of a vending machine, such as vendingmachine 100. In some embodiments, the remote device may becommunicatively coupled with a number of vending machines. A userinterface 706 may include a portion that presents a list of the vendingmachines the remote device is in communication with. The agent may electto share a portion of the screen of a remote device within a particularvending machine, and may select a portion of the screen, such as byhighlighting or outlining a selected area 704. By making a portion ofthe screen selectable, the agent may prevent employee-only informationfrom being seen by the user and/or may only provide relevant informationto the user. This may aid in making the purchase process simpler andless confusing for the user.

Once the selected portion is identified, an image 708 of the selectedarea 704 may be presented on the display 702. The image 708 may beoverlaid atop an existing user interface 710 of the vending machine,such that the existing user interface software may still run in thebackground. In some embodiments, the selected area 704 may includedynamic data, such as real-time arrival times, or other information inthe selected area 704 may be updated or changed for various reasons. Theselected area 704 may be monitored to detect any dynamic or otherchanges. The image 708 may then be updated in real-time to reflect thedetected changes.

In some embodiments, along with the shared screen, screen touches andother interactions made by the agent on the remote device may be shared.This may include providing an indication, such as an icon or other imageto direct the user. For example, an icon 712, such as a mouse pointer,may be used to show the user a portion of the selected screen to whichthe agent is referring. The icon 712 may be the same or different thanan icon 712 as seen on the screen of the remote device, and may mimicany interactions done on the remote device, such as keystrokes, screentouches, and/or mouse clicks. The screen touches may be shared bycapturing screen coordinates of the interaction on the screen of theremote device, sending the coordinates, or pixel locations, to thevending machine, and making the screen touch appear on the display ofthe vending machine in a location corresponding to the coordinates. Insome embodiments, the agent may select a screen touch image or icon todisplay on the image. Screen touch indications may also includehighlighting a portion of the image, flashing a portion of the image,providing a video, text, and/or animation.

FIG. 8 is a flowchart depicting a process for sharing screen contentbetween a remote device and a vending machine. At 800, the processbegins and an agent may request to share the screen content of a remotedevice with a vending machine at 802. The agent may then select all or aportion of the screen of the remote device to be shared at 804. At 806,the remote device shares the selected portion with the vending machine.This selected portion may be presented as an image overlaid on anexisting user interface of the vending machine at 808. In someembodiments, a vending machine may have multiple displays. A selectionof a display for the overlay to be displayed on may be made. At 810, theselected portion may be monitored for any changes, dynamic or otherwise.A determination of whether any change has occurred in the selectionportion is made at 812. If no change has occurred, the selected areacontinues to be monitored at 810. If a change is detected, the image ofthe selected area is updated to reflect the detected change at 814. Thescreen share session may be ended in multiples ways. For example, theagent may manually end the screen sharing once a transaction or otherfunction has been completed at 816. In other embodiments, a timer may beused to determine if an amount of time the overlay image has beenprovided exceeds a threshold at 818. If so, the vending machine mayterminate the screen share. The screen sharing is terminated and theoverlay removed at 820, ending the process at 822. In some embodiments,an agent may wish to trigger the display of pre-generated content on auser's device, such as a transit fare schedule. The vending machine mayreceive a request to provide this information and present thepre-generated content on at least a portion of the display.

FIG. 9 is a flowchart depicting a process for sharing screen touchcontent between a remote device and a vending machine. The process maybe a sub process of the screen sharing process described in FIG. 8, andoftentimes is commenced after the screen sharing process has begun. At900, the process begins and an agent may request to share screen touchesat 902. At 904, the agent touches within the selected portion of thescreen of the remote device. Coordinates of this touch are sent to thevending machine. In some embodiments, the coordinates are sent to andstored within an overlay manager of the vending machine. The screentouch content may then be presented on the image overlaid on the displayof the vending machine at 914. For example, an indication may be shownat a location of the image corresponding to the coordinates of theselected portion. In some embodiments, the agent may have the ability toselect what the indication looks like on the image. The agent may selecta form of a touch indication at 908, such as from an image database 910.The vending machine and/or overlay manager may receive the selectedindication at 912 to be presented on the image. In some embodiments, animage of the indication may be sent from the remote device to thevending machine, while in other embodiments an identifier of theselected indication may be sent to the vending machine such that thevending machine may retrieve the selected indication from the imagedatabase 910. The agent may end the screen touch sharing session at 916,ending the process at 918.

FIG. 10 is a flowchart depicting a process 1000 for sharing a screenfrom a remote device to a transit fare vending machine, such as thevending machine of FIG. 7. At 1002, an input to initiate an audio/visualcommunication with a ticket office of a transit system is received. Theaudio/visual communication may be established between the vendingmachine and the remote device at 1004. A request to share an image of atleast a portion of a screen of the remote device is received at 1006. Anagent may select the portion of the screen to share. This selection maybe received by the vending machine at 1008. The image may then beoverlaid over at least a portion of a display of the vending machinesuch that a user interface of the vending machine is present beneath theoverlaid image at 1010. The selected portion of the screen may bemonitored to detect any changes to the selected content on the remotedevice at 1012. At 1014, any detected changes may be updated inreal-time on the image shown on the vending machine display. Thisensures that the most recent information is provided to the user. Thisis especially helpful when the image includes dynamic data, such asreal-time transit schedules.

Oftentimes, vending machines that provide transit products are complex,having many different menus and functions available via a userinterface, as well as having many different hardware peripherals. Forexample, many vending machines are configured to accept several forms ofpayment such as cash, coins, credit cards, debit cards, and funds fromNFC devices. The vending machine may include multiple printers orscanner for issuing and/or reading various types of fare media,receipts, and the like. Due to the large cost of replacing an entirevending machine and/or transitioning entirely to a single fare media,transit systems often accept account based media, smartcards, standardfare cards and tickets, and the like. Vending machines are oftenequipped to establish transactions for some or all of these fare media.In some embodiments, vending machines may be configured to providecontextual indications to make using the complex machines easier forusers.

FIG. 11 depicts a vending machine 1100, similar to vending machine 100described above. Vending machine 1100 includes a display 1102 on whichan indication 1104 may be overlaid atop a user interface. For example,as a user operates the vending machine, the vending machine may detectwhat functions of the machine are needed to complete a transaction. Aprinter, a scanner, a payment reader, or the like may be needed tocomplete a transaction. As vending machine 1100 has a large number ofcomponents, indication 1104 may be presented to direct a user on how tocomplete a task. For example, indication 1104 directs a user to insert afare media into a fare media reader 1106. The indication 1104 mayinclude text, images, animations, and/or videos for directing the useron the operation of the hardware peripheral. Here, the indication 1104shows an image of a fare media being inserted into the fare media reader1106 and includes a textual description of the process. In addition,lights and/or sounds may be produced to aid the user. For example, anaudio explanation of the operation of the hardware peripheral may beproduced. Alternatively, or in conjunction with, the indications, one ormore light elements, such as light emitting diodes (LEDs) may bepositioned near one or more of the hardware peripherals. For example,light elements 1108 are positioned near the fare media reader 1106, andmay be illuminated when the operation of the fare media reader 1106 isneeded. The illumination may help direct the user to the proper hardwareperipheral. In addition, sounds may be emitted from speakers proximateto the hardware peripherals such that a user may follow the sound tolocate the proper hardware peripheral.

FIG. 12 depicts a system for providing contextual assistance rulesaccording to one embodiment. In some embodiments, a remote device 1200may communicate a request to provide a contextual indication, such aswhen the vending machine is in a screen share session and the agentwishes to direct a user how to perform a particular action. This requestmay be received by an overlay manager 1202 of the vending machine. Inother embodiments, interactions with a user may trigger a contextualindication. For example, the vending machine may detect a function to beexecuted, where the function includes the operation of one or morehardware peripherals 1208. The detection may be done by a peripheralmonitor 1210 that monitors vending machine activity and detects wheneach hardware peripheral is needed. Upon detection of upcomingoperation, the peripheral monitor may communicate the activity to theoverlay manager 1202. The overlay manager 1202 may retrieve one or morerules for providing contextual assistance from a database 1204. Theserules may direct the overlay manager 1202 to provide indications and/orilluminations on the vending machine to aid in the use of one or morehardware peripherals in association with the rules related to theoperation. The rules may include what type of indication to provide,what light elements to trigger, a duration for any indications and/orilluminations, an order for providing any indications and/orilluminations, and/or other information related to carrying out theoperation. For example, the rules may direct a light element 1212 near afare media reader to illuminate until a fare media is received, such asdescribed in FIG. 11. The rules may also direct an indication includingimages, text, and/or video to be overlaid on the user interface of thevending machine display 1214, similar to the indication 1104 of FIG. 11.

FIG. 13 is a flowchart of a process 1300 for providing contextualinterface elements from external triggers of a transit fare vendingmachine, such as vending machine 1100. At 1302, an input to begin atransaction may be received. The input may be a user touching an inputdevice, such as a keyboard or touchscreen of a vending machine. At 1304,a function of the vending machine may be detected. The function may bebased on the user's operation of the vending machine, and may involvethe operation of one or more hardware peripherals of the vendingmachine. One or more hardware peripherals utilized by the function maybe detected at 1306. Hardware peripherals may include, but are notlimited to, a printer, a payment reader, a fare media reader, a faremedia writer, and/or a scanner. As one example, a user may select a farefor purchase. The vending machine may detect that a payment media willbe used to complete the payment. One or more rules associated with thefunction and the hardware peripheral may be retrieved at 1308. The rulesmay contain instructions on what kind of an indication to present on adisplay of the vending machine and/or what other forms of instruction toprovide the user. For example, the instructions may command the vendingmachine to illuminate one or more lights near the hardware peripheral,such as the fare media reader, at 1312. In conjunction with, oralternatively, an indication may be overlaid on the display based on theone or more rules. Indications may include highlighting, an image, text,flashing a section of the display, an animation, and/or a video. Theindications on the screen and illuminated lights may serve to identify alocation of the operational hardware peripheral, as well as to instructthe user on how to operate the hardware peripheral. In some embodiments,a plurality of lights may be positioned in a pattern such that whenilluminated in a linear or ordered pattern corresponding to a direct ofinsertion or removal of a material from the hardware peripheral. Forexample, a series of three light elements may illuminate from anoutermost to an innermost light element to direct a user to insert apayment media into a payment reader. In some embodiments, a speaker maybe used instead of, or in conjunction with, the light elements. Thespeaker may produce a sound to direct a user to the proper hardwareperipheral.

Due to varying environments for vending machines, oftentimes defaulthardware settings may not provide the best user experience. For example,a shaded transit station may need different brightness and/or contrastsettings than a vending machine exposed to the sunlight. Busier stationsmay require vending machines with higher volume levels than lowertraffic stations. Additionally, the sensory perception of eachindividual user may vary from the next user.

FIG. 14 depicts a vending machine 1400 that detects a user's interactionto adjust various parameters of vending machine hardware. Vendingmachine 1400 may correspond to vending machine 100 and may include oneor more sensors 1404, possibly as part of a sensor interface, which areconfigured to detect behaviors and interactions of a user 1402. Forexample, user 1402 is leaning forward with his head near the vendingmachine 1400. This may be indicative of the user 1402 struggling to hearan audio/visual communication with an agent at a ticket office. Thisbehavior may be detected by the sensors 1404. The behavior is thencompared to a database of behaviors or responses, and if the behaviormatches a response in the database, an associated remedy may beprovided. For example, when the user 1402 is detected leaning closer tothe screen and/or tilting an ear toward a speaker of the vendingmachine, the behavior may match a response associated with the volumebeing too low. If the user 1402 is detected leaning forward with hiseyes near a display of the vending machine 1400, the behavior may matcha response associated with a font being too small on the screen. Thevending machine 1400 may then adjust a parameter of an associatedhardware periphery accordingly. For example, the volume may be increasedand/or the font size may be increased. In some embodiments, additionalsensors may be included to make automatic parameter adjustments based onenvironmental conditions. For example, detection of a loudness orbrightness of the environment may enable the vending machine 1400 toadjust default settings. In some embodiments, the environmental sensorsmay be used in conjunction with the sensors 1404 to further calibrateparameter settings for the user 1402.

Sensors may include ultrasound, cameras in combination with videoanalytics software, load sensors, ambient light sensors, volume sensors,infrared sensors, and/or any other sensors that may detect a user'sinteractions. Interactions may include body positions, gestures, and thelike. Parameters that may be adjusted include font size, screencontrast, screen brightness, a volume level, and the like.

FIG. 15 is a flowchart of a process 1500 automatically adjusting aparameter of a transit fare vending machine, such as vending machine1400, based on a response. At 1502, an input to initiate audio/visualcommunication with a remote device of a ticket office is received. Forexample, the user may activate a button on the vending machine thattriggers a video chat with an agent at the remote device. At 1504, theaudio/visual communication is established. A response from the user ofthe vending machine is detected at 1506. The response may include a bodyposition, gesture, and/or other behavior of the user. The response maybe matched to a possible remedy at 1508. For example, a database ofremedies may associate a number of responses with adjustments toparameters of various hardware peripherals of the vending machine. Aparameter adjustment may be made based on the matched remedy at 1510.The user's behavior may be monitored after the adjustment to ensure thatany issues have been resolved. If the user's behavior continues, orbrings about a different reaction, additional adjustments may beperformed. In some cases where adjustments have not resulted in a changein the user's behavior, the vending machine may send a prompt to theremote device instructing the agent to ask the user if the parameterlevels are satisfactory such that any adjustments may be made manually.

In some embodiments, the database of remedies may be populated prior tothe user's interaction. For example, a number of behaviors and responsesmay be pre-programmed and associated with parameter adjustments. Suchresponses may be identified based on previous interactions where a userinteracted with the vending machine in a certain way, adjusted aparameter manually, and/or requested that an agent adjust a parameter.For example, a user may be conducting a video chat with an agent andstruggle to hear the agent. The user may lean forward with an eardirected to the speaker. The user may ask the agent to increase thevolume or the agent may notice the behavior and adjust the volumeaccordingly. These interactions may be logged and stored in the databasewith associated remedies. In some embodiments, the vending machine maycontinue logging user behavior and updating the remedies based on users'continued interaction. In this manner, the vending machine maycontinually adapt and learn such that better adjustments are made toprovide the user with a comfortable and effective experience. In someembodiments, a user of the vending machine may be prompted to selectwhether the adjusted parameters should be set as default for theparticular user, such as when the user enters his credentials or swipesa transit fare media. The vending machine may receive an input with thisselection, as well as whether to apply the default to only the currentvending machine or to all vending machines within the transit system.

While discussed as separate features, it will be appreciated thataspects of remote expert mode, screen sharing, screen touch sharing,contextual indicators, and/or parameter adjustments based on userinteractions described in the above passages may be combined in anynumber of permutations. The vending machines and remote devicesdescribed above may be configured to execute any of these features toprovide easy to use vending machines that still provide a full array ofservices without the need for designated on-site agents. Each of thefeatures may be executed using existing software and/or add-on softwaresuch that existing vending machines and software infrastructure may beretained.

In some embodiments, existing vending machines may not include thenecessary hardware to perform the functions described above. Oftentimes,vending machines do not include components that enable video chats,remote expert mode, screen sharing, screen touch sharing, contextualindicators, and/or parameter adjustments based on user interactions.Replacing entire vending machines may be particularly costly.

FIG. 16 depicts a system for retrofitting an existing vending machine1614 with a video communications device 1600 configured to enable theperformance of some or all of the functions described herein. Vendingmachine 1614 may include standard input devices, printers, scanners,and/or a display, but may lack audio/visual components such as cameras,a microphone, a speaker, and the like. Additionally, software of theexisting vending machine 1614 may not support video chats and/or remoteaccess.

Video communications device 1600 may include a display 1602, one or morecameras 1604, speaker elements 1606, and/or a microphone 1608.Components of the video communications device 1600 may be controlled bya processor 1610. The video communications device 1600 may be mounted toa housing the vending machine 1614 and electrically coupled with a powersupply of the vending machine 1614 such that the video communicationdevice 1600 receives operational power from the power supply. The videocommunications device 1600 may also be communicatively coupled with acommunications interface of the vending machine 1614 such that videocommunications device 1600 may access ticket database and transactioninformation, such as information accessible through a ticketingcommunications network 1618, as well as control hardware and softwareoperations of the vending machine 1614. For example, the videocommunications device 1600 may be coupled to the vending machine 1614such that instructions to issue a fare media may be sent to thecommunications interface and relayed to a processor of the vendingmachine 1614, which then carries out a function in accordance with theinstructions.

In some embodiments, the communications interface may be communicativelycoupled with a remote device 1624 of a ticket office. This communicationmay be through a network, such as a virtual private network (VPN) 1620for audio/video communications 1620. This VPN may route communicationsto a video call manager 1622 to assign calls to an agent and remotedevice 1624 and/or the VPN may be directly linked to a remote device1624. The remote device 1624 may have access to an address database 1626that includes a list of video communications devices 1600 that have beenassociated with vending machines 1614 such that the remote device 1624knows the location of the user when assisting the user. In someembodiments, the vending machine communications interface may notsupport video chatting with the remote device 1624. Video communicationsdevice 1600 may include a modem 1612 and/or other network componentssuch that video communications can be conducted with the remote device1624 independent of the vending machine 1614.

FIG. 17. is a flowchart depicting a process 1700 for retrofitting avending machine, such as vending machine 1614, with a videocommunications device. At 1702, a video communications device may besecured to a vending machine. The video communications device may besecured using a permanent and/or removable coupling method. For example,the video communications device may be welded onto a housing of thevending machine and/or secured with a mounting feature such as a bracketand/or fasteners. As one example, the video communications device may bebolted onto a mounting location on a housing of the vending machine. Thevideo communications device is electrically coupled with a power supplyof the vending machine such that the video communications device derivesoperational power from the power supply at 1704. At 1706, the videocommunications device is communicatively coupled with a communicationsinterface of the vending machine. This enables remote control of vendingmachine functions, as well as the ability to conduct transactions usingthe video communications device. At 1708, the video communicationsdevice is communicatively coupled with a remote device of a ticketoffice such that audio/visual communications between the vending machineand the remote device are enabled. The video communications device mayinclude a communications interface that may be in communication with theremote device independent of the vending machine.

The video communications device may be configured to support some or allof the features discussed in the figures above. For example, the videocommunications device may support the overlaying of a portion of ascreen of a remote device of the ticket office on a portion of thedisplay of the video communications device. The overlaid portion mayupdate in real-time based on changes to the portion of the screen of theremote device, such as when dynamic data is displayed. The videocommunications device may also display screen touch indications based oninteractions with the remote device. In some embodiments, the videocommunications device may enable an expert mode as described herein suchthat component of the vending machine and video communications deviceare controllable by the remote device. The video communications devicemay also include sensors that may detect an interaction with a user ofthe vending machine and the video communications device, match theinteraction with a database of interactions, and adjust a parameter of ahardware peripheral of the vending machine and/or the videocommunications device in response to the matched interaction, such asdescribed in FIGS. 14 and 15. In some embodiments, the videocommunications device may include an identifier associated with thevending machine such that information associated with the vendingmachine and the communications device is retrievable by the remotedevice.

A computer system as illustrated in FIG. 18 may be incorporated as partof the previously described computerized devices. For example, computersystem 1800 can represent some of the components of the vending machine100, transit server 202, vending machine 204, ticket office computer206, remote device 1200, and/or video communications device 1600, aswell as similar devices described herein. FIG. 18 provides a schematicillustration of one embodiment of a computer system 1800 that canperform the methods provided by various other embodiments, as describedherein, and/or can function as the host computer system, a remotekiosk/terminal, a point-of-sale device, a mobile device, and/or acomputer system. FIG. 18 is meant only to provide a generalizedillustration of various components, any or all of which may be utilizedas appropriate. FIG. 18, therefore, broadly illustrates how individualsystem elements may be implemented in a relatively separated orrelatively more integrated manner.

The computer system 1800 is shown comprising hardware elements that canbe electrically coupled via a bus 1805 (or may otherwise be incommunication, as appropriate). The hardware elements may include aprocessing unit 1810, including without limitation one or moregeneral-purpose processors and/or one or more special-purpose processors(such as digital signal processing chips, graphics accelerationprocessors, and/or the like); one or more input devices 1815, which caninclude without limitation a mouse, a keyboard, a touchscreen, receiver,a motion sensor, a camera, a smartcard reader, a contactless mediareader, and/or the like; and one or more output devices 1820, which caninclude without limitation a display device, a speaker, a printer, awriting module, and/or the like.

The computer system 1800 may further include (and/or be in communicationwith) one or more non-transitory storage devices 1825, which cancomprise, without limitation, local and/or network accessible storage,and/or can include, without limitation, a disk drive, a drive array, anoptical storage device, a solid-state storage device such as a randomaccess memory (“RAM”) and/or a read-only memory (“ROM”), which can beprogrammable, flash-updateable and/or the like. Such storage devices maybe configured to implement any appropriate data stores, includingwithout limitation, various file systems, database structures, and/orthe like.

The computer system 1800 might also include a communication interface1830, which can include without limitation a modem, a network card(wireless or wired), an infrared communication device, a wirelesscommunication device and/or chipset (such as a Bluetooth™ device, an502.11 device, a WiFi device, a WiMax device, an NFC device, cellularcommunication facilities, etc.), and/or similar communicationinterfaces. The communication interface 1830 may permit data to beexchanged with a network (such as the network described below, to nameone example), other computer systems, and/or any other devices describedherein. In many embodiments, the computer system 1800 will furthercomprise a non-transitory working memory 1835, which can include a RAMor ROM device, as described above.

The computer system 1800 also can comprise software elements, shown asbeing currently located within the working memory 1835, including anoperating system 1840, device drivers, executable libraries, and/orother code, such as one or more application programs 1845, which maycomprise computer programs provided by various embodiments, and/or maybe designed to implement methods, and/or configure systems, provided byother embodiments, as described herein. Merely by way of example, one ormore procedures described with respect to the method(s) discussed abovemight be implemented as code and/or instructions executable by acomputer (and/or a processor within a computer); in an aspect, then,such code and/or instructions can be used to configure and/or adapt ageneral purpose computer (or other device) to perform one or moreoperations in accordance with the described methods.

A set of these instructions and/or code might be stored on acomputer-readable storage medium, such as the storage device(s) 1825described above. In some cases, the storage medium might be incorporatedwithin a computer system, such as computer system 1800. In otherembodiments, the storage medium might be separate from a computer system(e.g., a removable medium, such as a compact disc), and/or provided inan installation package, such that the storage medium can be used toprogram, configure and/or adapt a general purpose computer with theinstructions/code stored thereon. These instructions might take the formof executable code, which is executable by the computer system 1800and/or might take the form of source and/or installable code, which,upon compilation and/or installation on the computer system 1800 (e.g.,using any of a variety of generally available compilers, installationprograms, compression/decompression utilities, etc.) then takes the formof executable code.

Substantial variations may be made in accordance with specificrequirements. For example, customized hardware might also be used,and/or particular elements might be implemented in hardware, software(including portable software, such as applets, etc.), or both. Moreover,hardware and/or software components that provide certain functionalitycan comprise a dedicated system (having specialized components) or maybe part of a more generic system. For example, a risk management engineconfigured to provide some or all of the features described hereinrelating to the risk profiling and/or distribution can comprise hardwareand/or software that is specialized (e.g., an application-specificintegrated circuit (ASIC), a software method, etc.) or generic (e.g.,processing unit 1810, applications 1845, etc.) Further, connection toother computing devices such as network input/output devices may beemployed.

Some embodiments may employ a computer system (such as the computersystem 1800) to perform methods in accordance with the disclosure. Forexample, some or all of the procedures of the described methods may beperformed by the computer system 1800 in response to processing unit1810 executing one or more sequences of one or more instructions (whichmight be incorporated into the operating system 1840 and/or other code,such as an application program 1845) contained in the working memory1835. Such instructions may be read into the working memory 1835 fromanother computer-readable medium, such as one or more of the storagedevice(s) 1825. Merely by way of example, execution of the sequences ofinstructions contained in the working memory 1835 might cause theprocessing unit 1810 to perform one or more procedures of the methodsdescribed herein.

The terms “machine-readable medium” and “computer-readable medium,” asused herein, refer to any medium that participates in providing datathat causes a machine to operate in a specific fashion. In an embodimentimplemented using the computer system 1800, various computer-readablemedia might be involved in providing instructions/code to processingunit 1810 for execution and/or might be used to store and/or carry suchinstructions/code (e.g., as signals). In many implementations, acomputer-readable medium is a physical and/or tangible storage medium.Such a medium may take many forms, including but not limited to,non-volatile media, volatile media, and transmission media. Non-volatilemedia include, for example, optical and/or magnetic disks, such as thestorage device(s) 1825. Volatile media include, without limitation,dynamic memory, such as the working memory 1835. Transmission mediainclude, without limitation, coaxial cables, copper wire and fiberoptics, including the wires that comprise the bus 1805, as well as thevarious components of the communication interface 1830 (and/or the mediaby which the communication interface 1830 provides communication withother devices). Hence, transmission media can also take the form ofwaves (including without limitation radio, acoustic and/or light waves,such as those generated during radio-wave and infrared datacommunications).

Common forms of physical and/or tangible computer-readable mediainclude, for example, a magnetic medium, optical medium, or any otherphysical medium with patterns of holes, a RAM, a PROM, EPROM, aFLASH-EPROM, any other memory chip or cartridge, a carrier wave asdescribed hereinafter, or any other medium from which a computer canread instructions and/or code.

The communication interface 1830 (and/or components thereof) generallywill receive the signals, and the bus 1805 then might carry the signals(and/or the data, instructions, etc. carried by the signals) to theworking memory 1835, from which the processor(s) 1805 retrieves andexecutes the instructions. The instructions received by the workingmemory 1835 may optionally be stored on a non-transitory storage device1825 either before or after execution by the processing unit 1810.

The methods, systems, and devices discussed above are examples. Someembodiments were described as processes depicted as flow diagrams orblock diagrams. Although each may describe the operations as asequential process, many of the operations can be performed in parallelor concurrently. In addition, the order of the operations may berearranged. A process may have additional steps not included in thefigure. Furthermore, embodiments of the methods may be implemented byhardware, software, firmware, middleware, microcode, hardwaredescription languages, or any combination thereof. When implemented insoftware, firmware, middleware, or microcode, the program code or codesegments to perform the associated tasks may be stored in acomputer-readable medium such as a storage medium. Processors mayperform the associated tasks.

What is claimed is:
 1. A method for remotely controlling a function of atransit fare vending machine, the method comprising: receiving, at atransit fare vending machine, an input to initiate audio/visualcommunication with a ticket office of a transit system, the input beingprovided by a user of the transit fare vending machine; establishingaudio/visual communication between the transit fare vending machine andthe ticket office; receiving a request to enable control of the transitfare vending machine by a remote device of the ticket office;authenticating a user of the remote device, wherein authenticationcomprises receiving identity credentials associated with a user of theremote device; providing control of the transit fare vending machine tothe remote device upon authentication of the user of the remote device;disabling control of functionality of the transit fare vending machineby all input devices of the transit fare vending machine such that thetransit fare vending machine is controllable only by the remote device;and executing one or more functions associated with a transit faretransaction based on instructions received from the remote device, theone or more functions comprising issuing a fare media.
 2. The method forremotely controlling a function of a transit fare vending machine ofclaim 1, further comprising: disabling control of the of the transitfare vending machine by the remote device; and enabling at least oneinput device of the transit fare vending machine such that the transitfare vending machine is controllable by the user of the transit farevending machine.
 3. The method for remotely controlling a function of atransit fare vending machine of claim 1, further comprising: enabling atleast one input device of the transit fare vending machine such that thetransit fare vending machine is controllable by both the user of thetransit fare vending machine; receiving, using the at least one inputdevice of the transit fare vending machine, authentication informationassociated with the user of the transit fare vending machine; anddisabling the at least one input device of the transit fare vendingmachine.
 4. The method for remotely controlling a function of a transitfare vending machine of claim 1, wherein: a level of the controlprovided to the remote device is selected based in part on theauthentication of the user of the remote device, wherein a higher levelof control is associated with the remote device having control over agreater number of functions of the transit fare vending machine.
 5. Themethod for remotely controlling a function of a transit fare vendingmachine of claim 4, wherein: the remote device comprises a first remotedevice; and the method further comprises: transferring control of thetransit fare vending machine to a second remote device, wherein a levelof the control provided to the second remote device is different thanthe level of the control of the first remote device based on theauthentication of a user of the second remote device.
 6. The method forremotely controlling a function of a transit fare vending machine ofclaim 1, further comprising: overlaying at least a portion of a displayof the remote device on a display of the transit fare vending machine.7. The method for remotely controlling a function of a transit farevending machine of claim 1, wherein: providing control of the transitfare vending machine comprises enabling control of functionality of bothsoftware and hardware components of the transit fare vending machine. 8.A non-transitory computer-readable medium having instructions embeddedthereon for remotely controlling a function of a transit fare vendingmachine, the instructions comprising computer code for causing acomputing device to: receive, at a transit fare vending machine, aninput to initiate audio/visual communication with a ticket office of atransit system, the input being provided by a user of the transit farevending machine; establish audio/visual communication between thetransit fare vending machine and the ticket office; receive a request toenable control of the transit fare vending machine by a remote device ofthe ticket office; authenticate a user of the remote device, whereinauthentication comprises receiving identity credentials associated witha user of the remote device; provide control of the transit fare vendingmachine to the remote device upon authentication of the user of theremote device; disable control of functionality of the transit farevending machine by all input devices of the transit fare vending machinesuch that the transit fare vending machine is controllable only by theremote device; and execute one or more functions associated with atransit fare transaction based on instructions received from the remotedevice, the one or more functions comprising issuing a fare media. 9.The non-transitory computer-readable medium of claim 8, furthercomprising instructions for causing the computing device to: disablecontrol of the of the transit fare vending machine by the remote device;and enable at least one input device of the transit fare vending machinesuch that the transit fare vending machine is controllable by the userof the transit fare vending machine.
 10. The non-transitorycomputer-readable medium of claim 8, further comprising instructions forcausing the computing device to: enable at least one input device of thetransit fare vending machine such that the transit fare vending machineis controllable by both the user of the transit fare vending machine;receive, using the at least one input device of the transit fare vendingmachine, authentication information associated with the user of thetransit fare vending machine; and disable the at least one input deviceof the transit fare vending machine.
 11. The non-transitorycomputer-readable medium of claim 8, wherein: a level of the controlprovided to the remote device is selected based in part on theauthentication of the user of the remote device, wherein a higher levelof control is associated with the remote device having control over agreater number of functions of the transit fare vending machine.
 12. Thenon-transitory computer-readable medium of claim 11, wherein the remotedevice comprises a first remote device; and the non-transitory computerreadable medium further comprises instructions for causing the computingdevice to: transfer control of the transit fare vending machine to asecond remote device, wherein a level of the control provided to thesecond remote device is different than the level of the control of thefirst remote device based on the authentication of a user of the secondremote device.
 13. The non-transitory computer-readable medium of claim8, further comprising instructions for causing the computing device to:overlay at least a portion of a display of the remote device on adisplay of the transit fare vending machine.
 14. The non-transitorycomputer-readable medium of claim 8, wherein: providing control of thetransit fare vending machine comprises enabling control of functionalityof both software and hardware components of the transit fare vendingmachine.
 15. A transit fare vending machine, comprising: acommunications interface configured to send and receive data; a memory;and a processor configured to: receive an input to initiate audio/visualcommunication with a ticket office of a transit system, the input beingprovided by a user of the transit fare vending machine; establishaudio/visual communication between the transit fare vending machine andthe ticket office; receive a request to enable control of the transitfare vending machine by a remote device of the ticket office;authenticate a user of the remote device, wherein authenticationcomprises receiving identity credentials associated with a user of theremote device; provide control of the transit fare vending machine tothe remote device upon authentication of the user of the remote device;disable control of functionality of the transit fare vending machine byall input devices of the transit fare vending machine such that thetransit fare vending machine is controllable only by the remote device;and execute one or more functions associated with a transit faretransaction based on instructions received from the remote device, theone or more functions comprising issuing a fare media.
 16. The transitfare vending machine of claim 15, wherein the processor is furtherconfigured to: disable control of the of the transit fare vendingmachine by the remote device; and enable at least one input device ofthe transit fare vending machine such that the transit fare vendingmachine is controllable by the user of the transit fare vending machine.17. The transit fare vending machine of claim 15, wherein the processoris further configured to: enable at least one input device of thetransit fare vending machine such that the transit fare vending machineis controllable by both the user of the transit fare vending machine;receive, using the at least one input device of the transit fare vendingmachine, authentication information associated with the user of thetransit fare vending machine; and disable the at least one input deviceof the transit fare vending machine.
 18. The transit fare vendingmachine of claim 15, wherein: a level of the control provided to theremote device is selected based in part on the authentication of theuser of the remote device, wherein a higher level of control isassociated with the remote device having control over a greater numberof functions of the transit fare vending machine.
 19. The transit farevending machine of claim 15, wherein: the remote device comprises afirst remote device; and the processor is configured to: transfercontrol of the transit fare vending machine to a second remote device,wherein a level of the control provided to the second remote device isdifferent than the level of the control of the first remote device basedon the authentication of a user of the second remote device.
 20. Thetransit fare vending machine of claim 15, wherein the processor isfurther configured to: overlay at least a portion of a display of theremote device on a display of the transit fare vending machine.